We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 362196 results
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Decision Reference DRN-5039025
17 Jan 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5039025 The complaint Mr O has complained J.P. Morgan Europe Limited, trading as Chase, did nothing to intervene and stop payments he made which turned out to be part of a visa application scam. What happened In 2023 Mr O was given a contact from a former colleague to help him with ... (3 pages)View decision -
Decision Reference DRN-5248182
17 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5248182 The complaint Mr I complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr I is being represented by a third party. To keep things simple, I will refer to Mr I throughout my decision. What happened The background of this ... (3 pages)View decision -
Decision Reference DRN-4959309
17 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4959309 The complaint Mr M complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties so I won’t repeat it all in detail here. But in su... (6 pages)View decision -
Decision Reference DRN-5233978
17 Jan 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5233978 The complaint Mr A and Ms C’s complaint is about a mortgage account they hold with Clydesdale Bank Plc. They say that Clydesdale failed to switch their mortgage from a capital repayment mortgage onto an interest-only basis. This has led to the bank taking much higher payment... (3 pages)View decision -
Decision Reference DRN-5232828
17 Jan 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5232828 The complaint Mrs M has complained that Domestic and General Insurance Plc (‘D&G’) declined to replace her freezer under her appliance insurance policy. What happened Mrs M’s freezer unfortunately broke down at the end of September 2024, and she raised a claim with D&am... (4 pages)View decision -
Decision Reference DRN-5221650
17 Jan 2025 Aldermore Bank Plc Not upheldBanking and PaymentsDRN-5221650 The complaint Ms H complains that Aldermore Bank Plc (“Aldermore”) terms weren’t clear about when it paid interest and that it was wrong to deduct penalty interest when she withdrew the funds from her ISA with it. In particular, Ms H says Aldermore didn’t apply interest on t... (3 pages)View decision -
Decision Reference DRN-5239659
17 Jan 2025 Wakam Not upheldInsuranceDRN-5239659 The complaint Mr S is unhappy with the decision made by Wakam following a claim made for damage caused by vandalism under his home insurance policy. What happened Mr S purchased home insurance with Wakam. The policy schedule explained the type of cover Mr S had purchased wa... (3 pages)View decision -
Decision Reference DRN-5094037
17 Jan 2025 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-5094037 The complaint Mr B is unhappy Transunion International UK Limited’s website won’t allow him to raise disputes about searches on his credit file. What happened Mr B says an individual who he sold his car to, is making fraudulent applications using his details. As a result of... (4 pages)View decision -
Decision Reference DRN-4984739
17 Jan 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4984739 The complaint Mr M complains through a representative that Motonovo Finance Limited (“Motonovo”) didn’t check to make sure the hire purchase agreement was affordable for him. Mr M’s representative also says that he didn’t receive copies of all the paperwork and the time at ... (6 pages)View decision -
Decision Reference DRN-5211293
17 Jan 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5211293 The complaint Mr R complains that Creation Consumer Finance Ltd (Creation) did not mark his account as defaulted. What happened Mr R had a debt with Creation (and other lenders). He entered a Scottish Debt Arrangement Scheme (DAS) in January 2020. The debt due to Creation wa... (3 pages)View decision
